About the job

Summary

The ICT Support Technician will work within the ICT team to ensure that delivery of ICT services and equipment for internal staff and partners are delivered in line with the Centre’s expectations.

Job description

About Us

We are the QEII Centre, the largest dedicated conference and exhibition space in central London. Our venue offers world- class facilities for high profile conferences, conventions, exhibitions, and events, hosting over 400 national and international events. Our clients are central to everything we do and as such, continuous improvement of our customer service is vital. We are proud to have won many prestigious awards, such as Venue of the Year at the Drum Experience Awards 2020; Best Event Venue over 1000 Attendees and 2019 and Most Versatile London Venue at the London Venue Awards 2019; Brand Brilliance (small to medium) award and Brilliance in Customer Service gold award winner at the Business Brilliance Awards 2019.

About the ICT Team

The ICT team is responsible for supporting the technical side of the business for both internal staff and events. This includes the wired and wireless connectivity, telephony, hardware, application, and data support.

Job Purpose

The ICT Support Technician will work within the ICT team to ensure that delivery of ICT services and equipment for internal staff and partners are delivered in line with the Centre’s expectations.

Key Tasks

Support

• Be the first point of call and resolution for all internal client support calls logged on the Centre’s helpdesk system

• Prioritise calls as they arise, passing them on to the correct support functions if unable to resolve yourself

• Liaise with third-party vendors to log and resolve calls where relevant

• Manage the creation of new users including setting up of accounts and building devices

• Monitor internal IT systems and resolve/allocate any issues that may arise

• Assist the Head of ICT in the implementation of new projects

• Monitor internal stock levels, asset tag and document new equipment

Other

• To ensure that you maintain continual professional development, keeping up to date with the required technology relevant to the post and wider industry, highlighting and undertaking any areas of training and development that may be required

• To fully support and undertake activities as the business requires within the ICT internal team to ensure stakeholder and internal customer needs are met

Responsibilities

Person Specification

Experience

• Excellent stakeholder management skills and proven ability to negotiate and engage positively across both internal and external stakeholders

• Proactive team player demonstrating the ability to work across multiple departments

• Excellent time management skills with outstanding attention to detail

• Demonstrates a Customer centric ethos around the delivery of a quality service despite conflicting demands and time pressures

• Excellent verbal and written communication skills with the ability to articulate complex and contentious issues concisely to a wide and varied audience

Technical Skills and Qualifications

Comprehensive training will be given for this role; however, a basic working knowledge of the following would be beneficial:

• Windows and Apple OS

• Device (laptop, desktop, tablet, mobile phone) support

• Microsoft Active Directory

• Office 365 Suite

• Printing support

• System/Event Log monitoring

• Office telephony systems

• Ungerboeck (or similar) CRM system

• Freshdesk (or equivalent) support desk system

Behaviours

We'll assess you against these behaviours during the selection process:

• Changing and Improving
• Working Together
• Managing a Quality Service
• Communicating and Influencing

Technical skills

We'll assess you against these technical skills during the selection process:

• Windows and Apple OS Device (laptop, desktop, tablet, mobile phone) support Microsoft Active Directory Office 365 Suite
• Printing support
• System/Event Log monitoring Office telephony systems
• Ungerboeck (or similar) CRM system Freshdesk (or equivalent) support desk system